Quality Customer Service

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Course

BUSI 206

Semester

Spring

Year

2022

Catalog

School of Arts and Sciences

General Course Information

Course Lecturer Name(s): Naline Ramdeen-Joseph

Course Director Name: Same as above

Course Lecturer(s) Contact Information: njoseph@sgu.edu (473) 444 4175 Ext 3747

Course Director Contact Information: N/A

Course Lecturer(s) Office Hours: Monday- Thursday 1:00-3:30pm Friday 1:00-3:00pm appointment via Zoom

Course Director Office Hours: N/A

Course Lecturer(s) Office Location: Upstairs Building C

Course Director Office Location: N/A

Course Support: Tracy Fortune – tfortune@sgu.edu Ext 3373; Mahalia Charles- mcharl11@sgu.edu Ext 3863

Course Management tool: To learn to use Sakai, the Course management tool, access the link https://apps.sgu.edu/members.nsf/mycoursesintro.pdf

Course Curriculum Information

Course Description:

This course explains the crucial role that excellent quality customer service plays in the success and survival of businesses and organizations. The achievement of high standards of customer services is generally recognized as an essential element in achieving a competitive advantage. The importance of delivering quality customer service as a business strategy will be analyzed and emphasized. Techniques designed to meet and exceed customer expectation and retain their loyalty will also be discussed. The role of the service provider as a customer service champion and the importance of proper management and leadership, emotional intelligence, good communication, teamwork, sound ethics and morals, professionalism and positive attitudes will also be explored. The course will make reference to various models utilized by organizations and to local and international companies that use quality customer services to excel.

Course Objectives:

The objectives of this course are to:

1.Discuss the importance of quality customer service for the retention of internal and external customers
2.Explain the importance of quality customer service as a business strategy for success
3.Analyze quality customer service techniques and models
4.Develop attitudes to quality and value in respect of people, management and customer care
5.Demonstrate the skills required in dealing with difficult customers and solving problems 6.Analyze the importance of communication skills (verbal and non-verbal) and listening to the customer
7.Analyze practical applications and relevant case studies

Student Learning Outcomes:

Upon completionof this course students must:

1.Use customer service techniques, motivational theories and skills in an effort to meet and exceed the needs of internal and external customers

2.Develop customers service plans and models to be utilized as strategies for success in businesses and organizations

3.Analyze service philosophy, service culture and empowerment strategies employed by organizations

4.Use and Apply effective oral and written communication skills used by organizations and businesses

5.Apply management and leadership skills to retain, increase and build customer relationships

6.Use teambuilding exercises and professionalism, emotional intelligence and attitudinal skills to improve internal customer service

PROGRAM INTENDED STUDENT LEARNING OUTCOMES MET BY THIS COURSE:

ISLO-3: Students will be able to demonstrate effective written and oral communication skills.

ISLO-4: Students will be able to critically think, motivate and collaborate to solve business problems.

SAS Grading Scale: Grades will be assigned as follows:

A = 89.5% or better

B+ = 84.5 - 89.4%

B = 79.5 - 84.4%

C+ = 74.5 - 79.4%

C = 69.5 - 74.4%

D = 64.5 - 69.4%

F = 64.4% or less

Course Materials:

Text: Customer Service - A Practical Approach, 6th Ed. Elaine K. Harris,2013. Pearson Prentice Hall

Supplementary Readings/Resources: Text: Quality Customer Care for the Caribbean: Ben Henry Serving Internal and External Customers: Swartzlander Websites:

Customer Service Issues- http://www.thewritemarket.com/marketing/index.php?marketing=customer&title=Customer%20Se rvices%20Issues
Telephone Doctor- Customer services – www.telephonedoctor.com
Customer Service Problems and Trends- http://www.associatedcontent.com/article/36075/customer_service_problems_and_trends.html?cat =3
Malcolm Baldridge National Quality Award http://www.nist.gov/public_affairs/factsheet/mbnqa.htm
Walt Disney Customer Service Model http://winthecustomer.com/disneys-magical-service-experiences/

In addition to the assigned text, the lecturer will distribute, and upload reading materials to generate discussion and stimulate research. Students are also expected to access the links, websites and read the case studies added at the end of each chapter. These resources support the principles and ideas presented in the chapters. Additionally, Guest Speakers will be invited to share their expertise in specific areas as outlined in the course content.

Course Grading Requirement:

There will be a group paper and presentation as part of the midterm exam. Throughout the semester students will be required to work individually, in pairs or as a group on assignments such as essays, case studies, modules, presentations and lead the discussions on certain topics and customer service trends.

NB: Mid Term Exam:

(Group Work) In your assigned groups, using the information gleaned about customer service models and any other relevant concepts covered thus far, develop a customer service model for execution in an organization or business of your choice (existing or new). Ensure that the model clearly depicts all the major areas that will effectively enhance the delivery of customer service in that business. (See hand out for guidelines) Midterm Presentations are as follows:

Monday February 21nd -groups 1&2

Wednesday February 23rd -Groups 3&4

Monday March 28 - Groups 5&6

NB: Final Exam Paper

Pair (2 persons) Assignment)

In pairs, students are required to write an essay on importance of one of the modules discussed in class in relation to the delivery of excellent quality customer service. Each group is required to present an introduction and outline for approval by the lecturer by April 1^st. 2022. Final paper is due on April 25^th, 2022 . This should be submitted via Turnitin dropbox.

Your essay must contain an Introduction, Content and Development of your Ideas and Arguments, a Conclusion and a Reference page will be required.

ITEM	WEIGHT%	COURSE OBJECTIVES
Final Research Paper (pair group Project)	30	Objectives 1,4-6
Mid- Term Exam (Group)	40 (20 marks for PowerPoint presentation and 20 for written paper)	Objectives 1-7
Case Study/ Essays/Class Presentations/ Forum (Essays can be assigned from presentations made from guest lecturers) Individual or Group	25	Objectives1-7
Attendance & Class Participation	5	Objectives 4-6
TOTAL	100

Course Requirements:

Assigned chapters and power points must be read in advance and assignments completed to meet stated deadlines. Students who fail to contribute to group assignments will be awarded a zero.

Course Schedule:

Week 1	Introduction and Review of Course Syllabus Course outline review OVERVIEW OF CUSTOMER SERVICE – Topic# 1 Introduction What is customer service Importance of Excellent Quality Customer Service to a business and provider Who are Internal and External customers? Cost of losing a customer Characteristics of Service Video Presentation on Service Mentality	Customer Service a Practical Approach – 4 Ed. Elaine K. Harris Chapter 1 Guest Lecturer Topic: The importance of quality customer service to the success of a business
Week 2	PROFESSIONALISM & CREATING FIRST IMPRESSIONS Topic #2A Question: Why is the acquisition of professional qualities by the internal customers given top priority by fortune 5 companies as a requirement for their success? How to create positive first impressions Professionalism Defined Importance of Professionalism in the workplace Tips on becoming professional BUSINESS GROOMING AND ATTIRE (DRESSING FOR SUCCESS)- Topic# 2B
	Question: Why is it important for a business to ensure that its employees have knowledge of Business Dress and Grooming? Comprehend why business attire is important Understand what appropriate Business Attire is Understand the use of colors and its effects Comprehend basic guidelines for garment length Analyze the importance of Body Language
Week 3	TEAMWORK – Topic# 3 Question: Why is teamwork a necessary ingredient for the success of an organization? -Define the word “Team” -The advantages of Teamwork -What destroys Teamwork -What happens when teamwork doesn’t work -Qualities of a Professional Team player
Week 4	PROMOTING CUSTOMER SERVICE AS A BUSINESS STRATEGY FOR CUSTOMER EXCELLENCE – Topic# 4 Question: Why are firms investing in the creation of customer service models as standards of excellence to govern their organization? Customer Service - A business strategy for success HOSPITALITY ASSURED MODEL: Customer Research The Customer Promise Business Planning Operational Planning Standards of Performance Resources- People, equipment, facilities SANDALS MODEL The Service strategy System People	Groups are required to develop a model for execution in an organization or business of their choice Notes on topic to be provided by Lecturer
Week 5		Presentation of Modules
Week 6		LEADERSHIP IN CUSTOMER SERVICE- Topic #5 Question: Whose responsibility it is to take leadership for implementing customer service strategies in the workplace environment? Leadership Formal leaders Informal leaders Characteristics of Excellent leaders Leadership without position
Week 7		ATTITUDE- Topic #6 Question: Why is having the right attitude important to the service provider and employees? How can it impact the business positively or negatively? -Define the word “Attitude” -Define the word “Habit” -Distinguish between positive and negative attitudes -Demonstrate the behavior patterns associated with a positive disposition -Demonstrate the behavior patterns associated with a negative disposition Discuss the advantages of a good attitude to: Customer, business and service provider Video Presentation on Attitude
Week 8		Mid Term
Week 9		MOTIVATION- Topic #7 Question: Are motivational programmes important in the workplace? Motivation Self-concept Ten tips for improving self-concept Ways to say thank you and to motivate others Group Presentation on Motivational Theories	Customer Service a Practical Approach – 4 Ed. Elaine K. Harris Chapter 8 Group presentation on motivational theories
Week 10		Presentation on Motivational theories cont’d COPING WITH CHALLENGING CUSTOMERS - Topic #8 Question: Is it important for a business to understand and implement strategies to cope with challenging customers? What are the benefits to the organization? Challenging customers Respect Types of difficult customers-Symptoms and solutions What to do when you are wrong Six Super ways to cope with challenging customer
Week 11	PROBLEM RESOLUTION AND CUSTOMER SERVICE RECOVERY -Topic #9 Question: Do you think that a strategy for service recovery should be implemented in a business? Customer complaint behavior Customer problem and resolution systems customer problem resolution and recovery procedures Video Presentation: Service Recovery	Customer Service a Practical Approach – 4 Ed. Elaine K. Harris Chapter 7
Week 11 cont’d	EXCELLENCE IN CUSTOMER SERVICE AND CUSTOMER SERVICE AWARDS-Topic #10 Question: Why is it important for companies to strive to obtain international Customer Service Awards like the AAA or Malcolm Balridge Award? Rewards of providing excellent customer service Quality Service Affiliation organizations- AAA, Diamond, Michelin Star Malcolm Balridge Award Program	Customer Service a Practical Approach – 4 Ed. Elaine K. Harris Chapter 12
Week 12	Communication-Topic #11 Question: Why is communicating well and sending the right communication signals important to the bottom line of a business? Verbal communication- spoken, sounds Telephone skills Non-verbal communication- body language Barriers to communication Listening versus hearing	Chapter 6
Week 12 cont’d	SOCIAL MEDIA AND ITS IMPORTACE TO CUSTOMER SERVICE Topic #12 (Group/Class Discussion) Question: How can social media and other emerging technological platforms impact customers and organizations today? Types of social media platforms	Guest Lecturer and Class/Group Discussion
Week 13	EMPOWERMENT-Topic #13 Question: Is empowering an employee to make the right decisions at the right time important for the success of a business? Cause of Customer problems Empowerment verses job satisfaction Factors contributing to employee satisfaction Importance of mission and purpose statement Steps to empowering customer service providers Coproduction and empowerment Guidelines for a system design	Customer Service a Practical Approach – 4 Ed. Elaine K. Harris Customer Service a Practical Approach – 4 Ed. Elaine K. Harris Chapter 5
Week 13 Cont’d	EMOTIONAL INTELLIGENCE- Topic #14 Question: How is a knowledge of emotional intelligence important to internal and external customers Define emotional intelligence Components of emotional intelligence	Notes to be provided by Lecturer
Week 14	DEVELOPING A SERVICE CULTURE -Topic #15 Question: How can an organization go about implementing a service culture and why is that important? What does Organization Culture mean? Dimensions of an organization’s culture Five ways to develop a service culture Positive outcomes of a service culture	Guest Speaker:
Week 14 Cont’d	BRANDING-Topic # 16 Question: How can branding impact the service culture of an organization? What is Branding Protecting your brand Threats to your brand Key elements affecting your brand perception
Week 15	DINING ETIQUETTE- Topic # 17 Question: How is knowledge of proper dining etiquette important in the business environment? -Table manners -Use of tableware (cutlery, glassware and chinaware) -The order of service -Food accompaniments -Do’s and Don’ts when dining	Notes to be provided by Lecturer

RUBRIC for GRADING PAPERS

Rubric for Essay/Written Assignments Where Applicable

Criteria	Points	Exemplary 90-100	Good 89-80	Fair 79-70	Poor 69 and Under
Critical Elements: Student critically analyzes the situation to the concepts learnt on the subject. Research on the topic and application of the knowledge	40	Student demonstrates and thorough understanding of the concepts taught and utilizes research to support the material discussed	Student demonstrates a reasonable understanding of concepts taught and supports the topic by providing some evidence and information	Student demonstrates a fair understanding of the concepts taught and provides limited information	Students demonstrates poor understanding of the topic with minimal or irrelevant information
Organization: The submission is well organized. Introduction and objectives clearly stated. The format is easy to follow, flows smoothly from one idea to another and logically conveys the key ideas. Use of aids: example charts and graphs	30	Information flows smoothly with critical analysis and excellent development of ideas	Information flows reasonably well with some level of analysis and development	Information flows fairly but with limited development and critical thinking	Information is disjointed with no analysis and poor, no or irrelevant reflection
Style and Grammar: Follows APA writing style and basic rules of formal English grammar and written essay style presents the copy following the guidelines for written assignments	30	Well written with excellent communication and writing skills	Information is generally clear and reasonable development of ideas and competency demonstrated	Information flow is fairly developed with average competency demonstrated	Poorly developed with little understanding
Total Marks Possible	100

Scale

Exemplary

90-100

Good

89-80

Fair 79-70

Poor

69 and

Under

Rubrics for Class Presentations

Criteria	Points	Scores
Sequence
Introduction	2
Development of topic/ Dept of research	4
Conclusion	2
SUB – TOTAL	8
Use of Presentation Aids
Diagrams, charts, tables etc.	4
SUB-TOTAL	4
Presentation Skills
-Enunciation,	2
Eye contact	2
Volume	2
Posture/Appropriate dress	2
SUB- TOTAL	8
GRAND TOTAL	20

Scale

Exemplary

20-18

Good

17-15

Fair 14-12

Poor

11-0

School of Arts and Sciences Master Syllabi — Info for All Sections

Plagiarism Policy

Academic Integrity

The St. George’s University Student Manual (2019/2020) states as follows:

“Plagiarism is regarded as a cardinal offense in academia because it constitutes theft of the work of someone else, which is then purported as the original work of the plagiarist. Plagiarism draws into disrepute the credibility of the Institution, its faculty, and students; therefore, it is not tolerated” (p. 48).

Plagiarism also includes the unintentional copying or false accreditation of work, so double check your assignments BEFORE you hand them in.

Be sure to do good, honest work, credit your sources and reference accordingly and adhere to the University’s Honor Code. Plagiarism and cheating will be dealt with very seriously following the university’s policies on Plagiarism as outlined in the Student Manual.

Your work may be subject to submission to plagiarism detection software, submission to this system means that your work automatically becomes part of that database and can be compared with the work of your classmates.

Attendance Requirement

The St. George’s University Student Manual (2019/2020) states as follows:

“Students are expected to attend all classes and or clinical rotations for which they have registered. Although attendance may not be recorded at every academic activity, attendance may be taken randomly. Students’ absence may adversely affect their academic status as specified in the grading policy. If absence from individual classes, examinations, and activities, or from the University itself is anticipated, or occurs spontaneously due to illness or other extenuating circumstances, proper notification procedures must be followed. A particular course may define additional policies regarding specific attendance or participation” (p. 9).

Examination Attendance

The St. George’s University Student Manual (2019/2020) states as follows:

“All matriculated students are expected to attend all assigned academic activities for each course currently registered. Medical excuses will be based on self-reporting by students. Students who feel they are too sick to take an examination or other required activity on a specific day must submit the online SAS medical excuse, which is available on Carenage. Students are only allowed two such excuses a year. Upon consultation with the Director of University Health Service, the third excuse will result in a mandatory medical leave of absence. The policies regarding make-up examinations are at the option of the Course Director” (p.46).

For additional specific examination policies and procedures, refer to the St. George’s University Student Manual (2019/2020), pages 31 through 37.

Student Accessibility and Accommodation Services Policy

The St. George’s University Student Manual (2019/2020) states as follows:

“A student with a disability or disabling condition that affects one or more major life activities, who would like to request an accommodation, must submit a completed application form and supporting documentation to the Student Accessibility and Accommodation Services (SAAS) located in the Dean of Students Office. It is highly recommended that students applying for accommodations do so at least one month before classes begin to allow for a more efficient and timely consideration of the request. If a fully completed application is not submitted in a timely fashion, an eligibility determination may not be made, and accommodations, where applicable, may not be granted prior to the commencement of classes and/or examinations” (p. 8).

Disclaimer

It is the responsibility of the student to read and understand the policies, laws, rules and procedures that while they could affect your grade for a course, have not been specifically outlined in the course syllabus. These are contained in the St. George’s University Student Manual.